Oracle has announced new artificial intelligence based customer experience apps that empower commerce, marketing, sales and service professionals to deliver smarter experiences across the customer lifecycle in real time.
The new Adaptive Intelligent Apps for CX blend first-party and third-party data with sophisticated decision science and machine learning to deliver AI-based customer experience solutions. Adaptive Intelligent Apps for CX are designed to enhance existing commerce, marketing, sales and customer service applications within the Oracle CX Cloud Suite.
Adaptive Intelligent Apps are powered by insights from the Oracle Data Cloud, which is the largest audience data marketplace in the world with a collection of more than 5 billion global consumer and business IDs and more than 7.5 trillion data points collected monthly.
By applying advanced data science and machine learning to Oracle’s web-scale data and an organization’s own data, the new Adaptive Intelligent Apps for CX have the ability to react, learn and adapt in real time based on historical and dynamic customer data such as click-stream and social activity as well as inputs such as weather, lookalike audiences and Internet of Things (IoT) data. The new Adaptive Intelligence Apps for CX deliver customized insights that improve with every customer interaction and include innovative apps designed for consumer and B2B professionals.
Adaptive Intelligent Apps for CX deliver immediate impact by embedding within Oracle CX Cloud Suite applications to support customer experience workflows across commerce, marketing, sales and service.
- Commerce Professionals: New AI-powered capabilities turn static journeys into smart ones by delivering targeted product and content that is most relevant to the shopper’s immediate context. Recommendations utilize account data, shopper third-party data and real-time inputs to optimize outcomes and create superior consumer experiences for both first time and known shoppers. This drives repeat visits, loyalty and ultimately revenue.
- Marketing Professionals: New AI-powered capabilities enable smarter cross-channel experiences by delivering the most relevant, personalized content for each individual customer, at scale. By personalizing engagements in real time across all channels, the new AI capabilities empower marketers to capture attention, drive engagement and improve conversion.
- Customer Service Professionals: New AI-powered capabilities enable smarter and faster resolution of customer issues by providing the best information in the right channel at the right time. By delivering predictive product failure, predictive account health and predictive recommendation capabilities to customer service professionals, customers receive connected service experiences that ultimately improve customer loyalty and advocacy.
- Sales Professionals: New AI-powered capabilities enable smarter sales experiences by optimizing the selling process for sales teams and customers. For customers, the buying process is made more effortless and seamless as the right offer, optimized for the individual customer, is presented digitally or through a sales professional. Sales professionals can improve productivity by following guidance derived from opportunity analysis as well as using account engagement and next-best-action capabilities to accelerate and close more deals.